Report of the Deputy Chief Executive and City Treasurer.

This report provides an update on the Resident and Business Digital Experience Programme (RBDxP), the Programme’s approach to user engagement and progress made in the procurement of new technology to replace the Council’s existing Customer Relationship Management (CRM) System, eForms and integration technology. The report also provides an update on the ongoing improvements that the Revenues and Benefits service are introducing to improve how the Council interacts with residents and businesses which compliments the RBDxP.

The committee considered a report of the Deputy Chief Executive and City Treasurer which provided an update on the Resident and Business Digital Experience Programme (RBDxP), the Programme’s approach to user engagement and progress made in the procurement of new technology to replace the Council’s existing Customer Relationship Management (CRM) System, eForms and integration technology.

Key points and themes within the report included:

• Providing an introduction and background to RBDxP;
• Recent progress made;
• The approach to procurement of a new Digital Platform;
• The approach to implementation;
• Timescales;
• Priorities and next steps for the Programme; and
• Improvement activities in the Revenues and Benefits Unit.

Key points and queries that arose from the committee’s discussion included:

• Seeking assurances that the Council’s Public Services Network (PSN) was robust;
• How those residents who were digitally excluded or who did not contact the Council digitally would be consulted with;
• Noting that young people can also experience digital exclusion;
• The timescales for implementation of the new CRM system;
• Whether the new CRM system would allow photo uploads;
• How a non-resident could report an issue through the CRM system;
• The possible impact of decommissioning the previous CRM system without all current functionality being delivered; and
• Whether emails would remain a channel for communication.

The Head of Revenues, Benefits and Customer Services explained that RBDxP was a key workstream under the Council’s Future Shape programme, which sought to replace the current CRM system, integration technology and website with an integrated digital platform which worked collaboratively for the benefit of residents, members and businesses when interacting with the Council. He highlighted the extensive engagement which had taken place with residents, community groups, businesses and members to ensure these new systems meet their needs and expectations. He stated that a series of user personas had been developed and would be at the heart of the system design to overcome any barriers and challenges users currently faced when interacting with Council services.

In response to queries, the Head of Revenues, Benefits and Customer Services stated that retaining PSN-compliance was a priority for the programme and this was largely the driving factor behind the deadline to replace the current CRM system by February 2024. He explained that significant work around form build and design had been undertaken and that further progress could be made now that Verint had been appointed as the Council’s CRM provider.

Regarding the engagement methods, the committee was advised that the programme would not replace technology like-for-like but would improve the experience of and the way that the Council communicated with residents and businesses to allow for a more joined-up experience. The Head of Revenues, Benefits and Customer Services explained that there had been direct engagement with Age Friendly Manchester and a number of public drop-in sessions had been held with the Equality, Diversity and Inclusion team and work had been undertaken with the digital inclusion team. The RBDxP Programme Manager stated that feedback sessions had been held in the Town Hall Extension, Central Library, Longsight and Gorton. Additional forums had been held in Chorlton, Moss Side, Clayton, Piccadilly and the Northern Quarter and a Residents User Group had been established with over 100 members.

The Head of Revenues, Benefits and Customer Services acknowledged an urgency to replace the Council’s current CRM system by February 2024 and this would be completed on a like-for-like basis to ensure that the Council remains PSN-compliant. Once implemented like-for-like, there would be a number of phases rolled out over a period of approximately 18-24 months to refine the technology. He noted that any, if possible, ‘quick wins’ such as photo uploads would be implemented by February 2024 if feasible.

Assurances were also provided that services would be designed to be quick and easy to use to allow those with the ability to interact digitally with the Council to do so and to allow greater availability in traditional communication channels, such as telephony services, for those users who require these.

In response to a query regarding how a non-resident could report an issue through the CRM system, the RBDxP Programme Manager explained that a user persona had been created for visitors to encompass the experience and challenges they may face.

The Head of Revenues, Benefits and Customer Services explained that Verint and Mulesoft were leading market providers, and the procurement process was split into three cohorts which enabled integration between the two technologies. Both providers had been informed of the timescales for implementation. He also advised that as the CRM system was a workflow between Customer Services and the relevant department that the query would be directed to, so users would not see much difference from the replacement and should have a seamless experience. Contact centre agents and service areas would be fully trained before February 2024.

Assurances were also provided that processes would be put in place in the event that the system functionalities could not be replaced like-for-like prior to the launch date to ensure that residents and businesses would not be impacted.

It was confirmed that emails would continue to be available as a channel for members to report issues and request services.

Decision:

That the report be noted.